Hotel Los Gatos

I stayed at this hotel for a team meeting and later returned to unwind on my own. The space is beautiful, and the location is ideal. What truly set this hotel apart was the exceptional customer service. Every staff member I encountered was friendly, professional, and went above and beyond to ensure that my stay was nothing short of perfect. And the spa! I really needed to address my aching, travel-stressed body, and Kim and the team at Onyx took great care of me.

Great

We have stayed here a few times and love the property. For this latest visit, the only thing was that at 4 AM, someone would let out a strange scream about once every few minutes (could have been an unhoused person on the library property which our room overlooked). Kept me up for an hour. Front desk was great (Ashley) and room very clean and spacious and loved our view. Breakfast could use a little something more (apples, banana, croissant and egg bite - not sure what but maybe some muffins?)

Everything was Marvelous! The Hotel, staff, pool, Restaurant (FANCY)! . LOCATION!

I traveled here for work and loved it! Staff was kind and building / area are gorgeous. I’d absolutely recommend it!

Great place

The property is amazing. Lovely, peaceful, picturesque. Great location. Super walkable and close to the village and downtown. The room was spacious and the beds comfy. Housekeeping kept the room really clean. But for the price of this hotel, the experience beyond that was terrible. First, we thought we were getting breakfast with our room, but breakfast wasn't really a breakfast. there were a few pastry options, a jar of oatmeal (were we supposed to make it ourselves or put it in the yogurt? not clear), and tons of regular coffee pods. No decaf (I can't do regular). We asked for decaf, and were told that they were out . Every day of our stay, we asked for decaf and got the same response... none in the storage room. No one thought to go get a box at the local grocery? For a luxury hotel, that seems like a lazy, or just not very service-oriented, staff. Next, we sat out by the pool, and notice that there were only 8 chairs. One day, 12 people were at the pool. Someone called the front desk to see if they could bring more chairs...any type of chairs, and were told there were no other chairs available (ironically, there was a pile of chairs just outside the lobby...). no one came out to the pool to survey the situation, address the guests, or even acknowledge that they were trying to help us. A luxury hotel would not treat guests this way. Further, the fan in the bathroom went on automatically (motion detector). That might be fine for the middle of the day, but at 4am it's downright unacceptable. We asked about turning it off and the front desk gave us some tape and said to put a piece of paper over the sensor. Really? Why doesn't the hotel separate the motion detector for the light from the fan so the fan doesn't go on automatically? Finally, the elevator card reader in the garage didn't work for 2 days. We had to get a random hotel employee to swipe their fob just to get to our room. All of this made the experience terrible for a luxury hotel. They can do better.

The check in was the worst. Waited over 30 minutes to be helped because there is only one computer and the person in front of us had an issue with their reservation. Instead of pulling them aside to check in me and those behind me, they just made us wait standing there with no communication or eye contact. Super poor service.

I’ve stayed here several times over the years. A favorite place, always clean and quiet. This last stay the bed was not in the best shape, it sloped down and disrupted my sleep!